Warning - Service Fee error happening now!

[Claire910]

This is to warn other hosts that Airbnb have an issue with the split fee system. They are overcharging all my guests.  If I go onto my calendar and select a date range, it gives me the price breakdown, e.g. £350 per week with £49 service fee (14%).  But if I pretend to be a guest booking those exact same dates, same price £350 it's charging them £59 service fee (17%).  This is so naughty.  I have screenshotted this to support..  Please submit a ticket if you have this issue. We are all getting less bookings when the service fees to guests are so high.  The more you are charging, the higher the fee and price difference to your guests!

[Joan2709]

@Shelley159 

Thanks!  I understand now.

Another reason for Airbnb to be more transparent on the primary booking page and the booking details page!

The kicker is they told @Claire910 it was a bug/error when it really isn't. Airbnb doesn't even understand well enough to know what is happening with VAT calculations on their own platform.

[Shelley159]

@Joan2709 the way I understand it, the new version of ChatGPT will be less likely to "agree" with one when it really doesn't.

Let's hope the agreement issue gets more ironed out of the Airbnb Support chats too.

[Shelley159]

@Claire910 so far I haven't seen a calculation posted by a host where there seems to be an Airbnb service fee overcharge when one recalculates the totals.

If you'd like us to take a look at the guest in question, you can crop the personal details and only post the "Guest paid" and "Host payout" details as Rob did above.

[Claire910]

Hmm my thread has been derailed now. Just because you personally haven't seen the paperwork doesn't mean it hasn't happened.  I dont have time to do all the cropping and I still dont feel comfortable sharing all that but my guest has definitely paid the excessive service fee as I described above and she sent me her invoice which was in dollars! The fact airbnb admitted a glitch proves this. 

[Claire910]

 That's their bs reply. They've admitted a glitch and still refused to refund. Guest tried contacting them about it too, she tried to cancel with 1 month to go etc and they wanted to charge her even more. Outrageous. 

[Joan2709]

@Claire910 

What?  They admit the error but refuse to compensate guest for their error?

Wow...not in a good way 😖

[Claire910]

Yes @Joan2709 . Admitted they had a glitch but won't refund. Not when I ask and not when guest asks. We have tried over and over. It is illegal and they just don't care.

It doesn't help that they have cut-and-paste customer service who barely speak English. Shocking.  

[Joan2709]

@Claire910 

@Shelley159 has posted that it appears the service fee is correct based on the 20% VAT on Airbnb Service Fees in the UK. Airbnb doesn't have a separate line item for VAT so it appears the Service Fee is higher than it should be.

That said, Airbnb told you it was a mistake/bug but it really wasn't. It is actually correct.

See this article on how VAT and GST for some countries is calculated on the Airbnb Service Fee for both Guests and Hosts. In the UK the VAT is 20% on the Airbnb Service Fee:

VAT on Airbnb Service Fees

https://www.airbnb.com/help/article/436

[Claire910]

No. Shelley is wrong. This is higher even with the VAT. It's obvious they made a mistake because if I set my weekly rate to the exact same, future guests are charged LESS (including VAT).

This is an airbnb scam or glitch where they perform unnecessary currency conversions. See Robs posts on this thread too.

It is fraud. 

[Joan2709]

@Claire910 

The service fee changes with the amount of the booking - it actually is reduced the longer the length of booking. The only reason I know that is we accept monthly stays and the service is much lower than for say a 2-night stay.

Of course...not sure about the currency exchange thing...not familiar with that so possible there is an issue with as you and @Robin4 point out:.

Guest Service Fees

https://www.airbnb.com/help/article/1857

[Joan2709]

@Claire910 

I see what you are saying...as long as the guest is UK-based and pays in UK currency - there should be no extra fee for currency exchange? Don't know why your calendar view shows USD and pounds? Airbnb added the cross currency fee 04/01/24:

Guest Currency Selection - Booking Page

There is a place on the booking page where you can change the currency. Mine defaults to USD since I'm US based, but you can change the currency. I can't verify what it shows to a UK guest on your listing though. If you go to a private window and try to book your place as a guest, does it default to pounds or does it show USD?

[Claire910]

The reason why I saw that was because Airbnb MADE A MISTAKE! 

The service fee was OVERCHARGED with an unnecessary currency exchange.  It's not rocket science.

They are charging the correct fee including tax for the same number of nights same rate exact same everything for a future booking at the same rate.

I am beginning to think airbnb has stooges on here to comment.

They did the same to Rob. Many times.

They are committing fraud!

[Joan2709]

@Claire910 

Did you check what currency your listing defaults to when you use a private window and try to book your place as a guest?

Yes...there seems to be a problem. Unfortunately, you have to hand the solution to Airbnb on a silver platter and solve it for them....or it will just continue and your guests will continue to be overcharged if Airbnb is applying a cross currency fee when they shouldn't.

Just telling them there is a problem and even them admitting it, doesn't really result in a solution. Is that fair? NO!  Is it wrong that guests are being overcharge? YES! Should a Host have to solve the problem for them? NO. However, this is the reality you are dealing with. I'm trying to help you solve it. If you want me to stop trying, I will. 😊

I have dealt with other Hosts with platform issues and some we were able to resolve by figuring it out ourselves and handing the solution to Airbnb. Some functionality issues remain to this day despite proving the solution - one can only try.

Have to start at the beginning of a potential booking to see what issues may be in play:

Is it deliberate?

Is it faulty programming on the part of Airbnb when they introduced the cross currency fee? 

What does the URL string at the top of the page in private window browsing show when you try to book as a guest?

What does the URL string at the top of your Today page when hosting show?

[Claire910]

Joan you are just not understanding. There was a temporary currency change.  I provided numerous screenshots to airbnb. I proved it. They admitted it. I tried and my guest tried but despite saying there was a glitch and despite all the evidence they refuse to refund. Nothing to do with either of our settings. Neither of us have changed them and they are now displaying correctly in pounds.

Why can you not accept airbnb and not us is in the wrong?!

Did they do it deliberately? Robs comments above makes it clear this has happened many times before. 

If they weren't doing it deliberately you would expect (a) it to be fixed and (b) them to refund.

PLEASE, before commenting, READ THE WHOLE THREAD and stop looking for excuses for them!

[Joan2709]

@Claire910 

I am not making excuses for them...I did read your whole thread.

If you had read through mine, you would have seen where I was going and I am on your side and trying to figure out how to help you resolve it.

If anything, I am hyper critical of Airbnb when they are wrong - as it appears they are with your issue (as evidenced by my numerous posts on other problems with the platform). I wish you well in trying to resolve this issue. 

I will stop trying to help.